In today’s world, information is as close to us as a fingertip. We’re growing accustomed to instant gratification, and we don’t even have to work too hard for it. People have high expectations, whether from a retail business, a restaurant or a dental practice.
With the costs of just about everything rising significantly, consumers and patients are expecting more value for their money. If they don’t receive the value or experiences they wanted and felt they paid for, they will simply move a mile or two down the road to one of several competitors.
Today’s world is fast-paced, and the economy is uncertain. Because of that, people tend to switch brand allegiances far more quickly than ever before. Patients also have more options than ever, so retaining them as loyal clients is far more challenging. Thankfully, our team of dental coaches at Bryant Consultants stays up-to-date on all the latest trends and practices to retain loyal patients and attract new ones. The most important element: providing top-notch patient service and experiences.
What causes patient dissatisfaction, and what can you do to avoid it?
It starts at the front desk
Your website is usually the first thing a would-be patient sees of you, and your receptionist is typically the first voice they hear when they call to schedule an appointment. Once scheduled, patients can expect another interaction with your front-desk staff when they check in and wait for their appointment.
Many people are already uneasy about visiting the dentist, so their initial feeling — as soon as they walk through the door — is critical to whether they will stay or return. If they’re not greeted by a friendly, smiling face — or if they have to wait an unreasonably long period of time in the waiting room before seeing the dentist — they will likely wonder if they made the right choice in selecting your practice. First impressions, it’s said, are everything, so your front desk team must always be on their friendliest, brightest A-game.
Looks aren’t everything
… or are they? Cold or untidy dental offices are a turn-off; patients see the aesthetics of your office as a direct reflection of the care they will receive. Does your office have a warm, inviting atmosphere? Or is it outdated or unattractive? Try to see your practice through the eyes of your patients.
Appointments
If a patient has to wait an unreasonable amount of time to make it in for an appointment, they’re likely to choose a different practice. Our Bryant Consultant dental coaches who specialize in patient satisfaction and care suggest having would-be patients on the schedule no more than seven days before they’re inside the practice for their appointment. If that’s currently impossible, our coaches can help you redesign your scheduling.
Dental insurance
People who have insurance will most likely choose a practice that accepts it. Consider conducting analyses of insurance and discussing with our dental coaches before dropping insurance coverage.
Supervise
Without being overbearing, be sure to monitor the work of your hygienists and survey your patients from time-to-time. No one wants to be in pain at the dentist’s office; in fact, the fear of that is what keeps many people out of the dental chair. Your practice should be known for providing compassionate care.
Patient service and satisfaction are more important than ever. Be sure to stand out from your competitors by paying attention to the reasons patients may leave your practice … and correcting them so that, instead, they’re leaving the competition to find you.
Bryant Consultants
When you effectively communicate with patients, you can build a dentist-patient relationship full of trust that will last a lifetime. If you struggle with patient communication and need guidance, please contact our consultants at (877) 768-4799 or online to schedule a discussion about what your practice needs today.
